Net Promoter Score of 62

We love that our customers are happy to recommend us

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With an NPS of 62, we love that our customers are happy to recommend us

If we were ever in any doubt about the importance of good communications, the last six months has shown us that it truly is the foundation of every business. The minute that the Covid-19 pandemic struck, companies of every size realised that without the right technology in place to manage their communications and collaboration they were rudderless.

We chose exactly this time to launch our Net Promoter Score survey to our customer base, via our My Windsor Portal, and in only six months have achieved a market-leading score of 62.

With a mission to make technology easy and enjoyable for businesses of all sizes, the experience we give our customers is right at the top of the list of things most important to us. And along with great technology, Covid has taught us that customers want partners that can respond quickly the moment they need them, helping and guiding them through their challenges.  So, we’re thrilled and privileged to have so many happy customers that are pleased to recommend us.

 

What is NPS?

Net Promoter Score or NPS is a cross-industry measurement of customer experience. It provides an overall likelihood of a customer to recommend a company, product or service to a friend or colleague. Scores can range from -100 to 100; scores over 0 are typically considered to be good and scores over 50 are considered to be excellent.

The telecoms industry is believed to have an average NPS of 24, with industry leaders BT1 and Vodafone2 having scores of 23 and 26 respectively, published in early 2020.

What is a Net Promoter Score

Why is NPS important to us at Windsor?

At Windsor, we’re delivering a service rather than a one-off purchase or product, and that means establishing a long-term relationship with our customers. To do that successfully means properly understanding their needs, evolving with them as they grow and listening to their feedback regularly. Alongside all the qualitative day-to-day client management conversations that go on, NPS gives us a more quantitative opportunity to do that. By asking one easy question and giving customers the opportunity to leave feedback we can quickly and easily ascertain how they’re feeling about our service and brand and work quickly to rectify any mistakes we’ve made.

So, what do our customers feel we’re doing right?

“Great company, great customer service and a great product portfolio.”

“Good service. Helpful team and easy contact providing on-going support.”

“Easy to operate system and very good customer service.”

“Windsor’s way of operating stands out from other providers as their team is always looking to tailor a solution to your business needs and suggest new products and services ONLY if they think you will benefit.”

This is great feedback to hear and reassures us that our customer-first ethos is exactly what our customers want.

 

Making technology easy and enjoyable

With five generations now working together and with the continued explosion of technology available, there is much confusion and noise over what application is best for what business in what situation. Business owners are sometimes having to decide between dozens of tools that on the surface do much the same job with subtle differences and huge fluctuations in ticket price.

Our aim is to quieten that noise and create easy-to-use solutions that every user enjoys using with the most needed straightforward features at an accessible cost.

 

What’s next?

Having successfully launched NPS and gained our score of 62, we now want to continue building on the feedback from our customers and will be moving the NPS review from our My Windsor portal to regular email-driven reviews across our whole customer base.

As we continue to grow and expand our product portfolios, we’ll continue to keep our customer-first ethos and help guide them to find the right technologies for their businesses, that their users really love to use and that make a difference to their working lives right from day one.

 

1 https://www.bt.com/bt-plc/assets/documents/investors/financial-reporting-and-news/annual-reports/2020/2020-bt-strategic-report.pdf

2 https://www.ispreview.co.uk/index.php/2020/01/ofcom-scorecards-help-compare-big-mobile-and-broadband-isps.html